Customer Service Journey Lead - Quilter

About the company

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £157.4 billion in customer investments (as of August 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management.

The business is comprised of two segments: Affluent and High Net Worth. Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning - offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues. Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us!

Your tasks

About the Role Sitting within the Chief Customer & Operations Office and reporting to the Director of Customer & Adviser Journeys, you'll be part of a team of Customer and Adviser Service Journey Leads, with responsibility for leading a dedicated multidisciplinary journey squad through a matrix structure.

You'll play a key role in establishing our new journey-led operating model, bringing together expertise from across the organisation to deliver our agreed customer, adviser, service and productivity outcomes. This is an exciting opportunity to shape a new way of working while broadening your experience across end-to-end journey leadership, operational transformation and portfolio management.

As our Customer Service Journey Lead, you'll take ownership of an end-to-end customer service journey, shaping how it performs today and how it evolves for the future. You'll bring together customer experience, operational performance and transformation to continually improve outcomes, remove friction, create capacity and strengthen commercial performance. With accountability across both digital and non-digital experiences, you'll ensure the entire journey works seamlessly and delivers consistently strong outcomes for our customers. This is much broader than a traditional operational management role. You'll own the integrated run-and-change agenda for your journey, identifying opportunities to improve and modernise the experience while ensuring operational processes continue to perform effectively.

Acting as the overall business owner for your journey, you'll balance customer outcomes, operational effectiveness, risk, capacity and commercial performance, recommending where investment can have the greatest impact and ensuring agreed benefits are delivered and sustained. Working within the strategy and portfolio priorities set by the Director of Customer & Adviser Journeys, you'll play a pivotal role in turning strategic ambition into lasting improvements for customers and the business. Success in this role isn't simply about delivering change. It's about creating measurable, sustained improvements in the customer journey over time.

• Own the end-to-end performance, optimisation and transformation of an assigned customer service journey, across digital and non-digital channels, processes, platforms and teams.
• Lead the integrated run-and-change agenda, balancing day-to-day service performance with longer-term modernisation, customer outcomes and commercial improvement.
• Develop and deliver the journey improvement roadmap and backlog, translating customer insight, operational evidence, regulatory requirements and commercial priorities into measurable activity.
• Drive simplification and process re-engineering, removing friction, failure demand, rework, delays, manual intervention and legacy workarounds.
• Accelerate digitalisation, self-service, straight-through processing, automation and responsible use of AI to improve customer outcomes, productivity and capacity.
• Use customer insight, complaints, operational data and journey analytics to identify root causes, prioritise improvements and prevent recurring service issues.
• Lead a multidisciplinary journey squad, creating alignment and momentum across Operations, Product, Digital, Technology, Data, Change, Risk and Compliance.
• Define business outcomes and requirements for technology-enabled change, ensuring improvements are successfully embedded and deliver measurable end-to-end benefits.
• Improve the economic performance and scalability of the journey, delivering measurable improvements in productivity, cost to serve, digital adoption and capacity creation.
• Champion inclusive and accessible customer outcomes, ensuring vulnerability, Consumer Duty, risk, conduct and control requirements are embedded within journey decisions.
• Track and own the realisation of financial and non-financial benefits, escalating material risks, dependencies and investment decisions where required.

Requirements

• Experience owning or leading a complex end-to-end customer, service or operational journey, with credible experience across several disciplines such as proposition, operations, customer experience, digital, technology, data and change.
• Strong operational and change-delivery experience, integrating run and improvement priorities.
• Process improvement, re-engineering, digital delivery or service transformation capability.
• Proven ability to lead across disciplines, join up different functional perspectives and make balanced trade-offs in the best interests of the end-to-end journey.
• Demonstrates strong curiosity and constructive challenge, continually questioning current approaches, identifying opportunities and increasing ambition for customer outcomes.
• Strong data literacy and evidence-led decision-making.
• Commercial judgement balancing outcomes, growth, efficiency, risk and regulation.
• Experience managing backlogs, dependencies and delivery trade-offs.
• Wealth management, financial services or another regulated environment experience is desirable.Relevant professional qualifications in operations, change, agile delivery, financial serv